1. What are automatic diallers and what is their purpose?

2. The auto-dialler: the basic version of automated calls

3. The smart auto-dialler/intuitive call automation

4. The Power Dialler, for making calls in sequence

5. Making the right choice for my call centre: software features overview

What are automatic diallers and what is their purpose?

Definitions and uses

Automated calling software allows phone numbers to be dialled automatically. In general, once communication with a correspondent is established, the software emits an automatic message to make contact with a live agent.

This type of call center software is generally used by telemarketing companies or for making sales by phone, or by companies engaging in phone prospecting, saving time for agents who make a large number of calls throughout the day.

Call automation is not only used for reaching a live agent or correspondent. In some cases, a call recipient will hear an automatic or pre-recorded message via an IVR (Interactive Voice Response) server, which will ask them to respond to questions by pressing keys on their phone.

We also find this type of use among organisations performing surveys. In essence, automated calls allow the implementation of technically advanced survey techniques. They are used by large institutions such as Ipsos MORI in the UK; for example, carrying out phone surveys on the general population at random.

The history of automated calls

Historically, the first semi-automatic calling systems (which required human operation) appeared in 1942 in the telecommunications market, offering the possibility of automating call campaigns of up to 12 then 52 numbers.


With today’s developments and the computing power of most recent systems, automatic calling software allows a high volume of simultaneous calls to be made (hundreds or even thousands of phone numbers). It also includes features which make interactions more human and more direct while optimising agent time and performance.

There are different types of call mechanisms that use less advanced technology with various applications. Auto Dialler, Power Dialler, Smart Dialler, Predictive Dialler...what’s the difference? In this article, we’ll provide a complete and detailed overview of the most popular systems and their uses.

The auto-dialler: the basic version of automated calls

What is an auto-dialler?

The auto-dialler (or automatic dialler) is the basic version of automated calls. The system simply calls a predetermined list of numbers in order, emitting a message to put a correspondent in touch with an agent.


2 technologies: modem or phone line

Today the vast majority of auto-diallers work through IP, or via the internet. This is the simplest solution, which is also the easiest to put in place and the least expensive.

It is still possible to implement an auto-dialler without passing through the internet using a “telephony board” (a piece of hardware allowing a computer to be connected to a landline phone post). An auto-dialler system can also be installed directly on a phone line.

Systems that implement telephony boards directly through phone lines involve the most robust infrastructure and can handle a large volume of calls for a large call centre compared to a simple computer-based system.

However, with the power of today’s computers - especially with multiprocessors and multi-core systems - automatic diallers using VoIP can reach the same performance levels. This is the type of system used in most modern call centres. One final advantage is that it facilitates remote call transfer since it doesn’t rely on physical phone lines.

The smart auto-dialler/intuitive call automation

What is a smart auto-dialler or intelligent call automation?

A smart auto-dialler is an evolved auto-dialler which makes it possible to interpret voice menu responses transmitted via a phone keypad (“press 1, press 2”) or analyse a correspondent’s speech to deliver personalised messages.

How does the smart auto-dialler work?

A smart auto-dialler adds a component to the classic auto-dialler for speech and text analysis. This allows you to translate text into speech, and vice-versa. It is this system that allows the interpretation of a correspondent's responses.

Then there are response systems that generally use the same logic: dynamic messages are recorded by a machine that places the right variables into the delivered message to match the request or context of the call.

It is possible to personalise smart auto-dialler features depending on the correspondent, CRM data, responses, or call context (hours, date, etc.)

The most advanced technologies: Power Dialler and Predictive Dialler – what’s the difference?

The Power Dialler, for making calls in sequence

The Power Dialler is designed to automate call campaigns.One of the key features of advanced call automation technology is the capacity to determine if a call is picked up by a human or voicemail. This is essential for assuring that agents systematically reach a live person and not their voicemail.

It is on this principle that the Power Dialler functions. A pre-set list of numbers is automatically called in order: a number is dialled, and once this action is complete with the call being transferred or going unanswered, the next number is dialled, and so on. Each call is made only once the one before it has completed,this allows agents to systematically reach live people.

The Predictive Dialler for simultaneous calls

Predictive dialling represents the most advanced call automation technology on the market. Instead of dialling numbers in order, it automatically dials multiple numbers at once while analysing call progress to put recipients in contact with agents.

To ensure the proper function of such a system, how many numbers will be called simultaneously is continuously determined by a predictive statistical model based on several criteria (number of operational agents, response rate, average time before pick-up, etc.) The algorithm ensures that agents always have a call to handle and that correspondents who answer are immediately put in touch with an available agent.

Numerous studies have demonstrated the advantages of this technology. By calling numbers in a sequence with the Power Dialler model, it is estimated that an agent spends 40 minutes per hour - or two-thirds of their time – in communication. Predictive dialling increases this estimate to 57 minutes per hour.

Making the right choice for my call centre: software features overview

We’ve gone over the different types of automatic diallers using more or less advanced technologies for differing performance levels. When choosing informational systems for your call centre, there are also a multitude of other criteria to consider on the software side.

CRM Integration


Integrating your telecom to your CRM is essential to increase productivity and ensure good follow-up with clients and prospects. It notably allows: